Refund policy

Refund & Return Policy

At Mono Figure, we create "Bespoke Goods"—unique, custom-made figures and products designed exclusively for you. Because each item is hand-crafted through a complex process of 3D modeling, resin printing, and artisan hand-painting, all sales are considered FINAL.

1. Custom-Made Goods & No-Return Policy

By purchasing from Mono Figure, you acknowledge that custom-made products cannot be resold or returned.

  • Artistic Interpretation: Our products are artistic representations, not photographic clones. Minor variations in color, texture, or "likeness" are inherent to the artisan process and do not constitute a defect or grounds for a refund.

  • Change of Mind: We do not offer refunds if you change your mind once the production or modeling phase has started.

  • Customer-Provided Content: We are not liable for final results impacted by low-resolution photos or vague instructions provided at the time of order.

2. Damaged or Defective Items (Carrier Liability)

Every figure undergoes a strict quality check and is securely packed. Mono Figure is not legally responsible for damages or losses caused by the shipping carrier (FedEx, UPS, DHL, etc.). However, to support our customers, we may offer a resolution under these mandatory conditions:

  • 48-Hour Reporting Window: Damage must be reported via our Contact Us page within 48 hours of delivery. No exceptions will be made after this window.

  • Proof of Damage: You must provide clear, high-resolution photos of the damaged product AND the original shipping box from all angles.

  • Reproduction Policy: If a replacement is approved at our sole discretion, please note that a Reproduction Fee (covering raw materials and labor) and shipping costs will be charged to the customer.

3. Shipping & Delivery Terms

  • Carrier Errors: We are not responsible for packages that are lost, misdelivered, or stolen after a confirmed delivery (Porch Piracy).

  • Customs & Duties: The customer is responsible for all import taxes and customs duties. Refusal to pay these fees results in the forfeiture of the package and no refund will be issued.

  • Incorrect Address: If a package is returned due to an incorrect address provided by the customer, a reshipping fee will be required.

4. Cancellation Policy (The Grace Period)

To ensure fairness and provide evidence of our flexible service in case of disputes, we offer the following:

  • 6-Hour Window: You may request a full cancellation within 1 hours of your purchase.

  • After 6 Hours: Once this window expires, our digital artists immediately begin the 3D modeling process. At this stage, the order is considered "In Progress," and no cancellations or refunds can be processed.